Customer Support Stories - Page 2

Global Stories

Customer Support stories

Cequence launches agent controls for enterprise AI

The release aims to curb a growing security risk as enterprises let autonomous agents into internal apps with broad human-style access.

By Shannon Williams • 4 min read • Last month

DevOps

DevOps incidents jump 21% as downtime hits 9,255 hours

Longer outages at developer tools now threaten release schedules and productivity, with GitProtect estimating more than USD $740,000 in losses.

By Shannon Williams • 4 min read • Last month

Human Capital Management

TeamViewer adds AI scripting to Tia for IT support

IT teams can now reuse resolved support tickets as scripts, aiming to cut repeat incidents across managed devices and speed fixes.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Unified Communications

Crescendo expands into UK & Europe after rapid growth

The customer experience software provider is courting UK and European brands as it passes USD $100 million in annual recurring revenue.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Software-as-a-Service

Amplitude launches AI Assistant for in-product support

Users can now get help without leaving the app, as Amplitude's new assistant uses in-product data to guide and complete tasks.

By Mark Tarre • 4 min read • Last month

Unified Communications

Cognizant & Google Cloud launch AI retail contact centre

Retailers are being pitched AI tools that can cut routine contact volumes while improving speed and continuity across channels for shoppers.

By Sean Mitchell • 4 min read • Last month

Digital Transformation

Amplitude launches AI assistant for in-product support

Users can now get help inside an app as Amplitude ties support to behavioural data, aiming to cut tickets and friction.

By Catherine Knowles • 4 min read • Last month

Storage

Tata Steel expands Google Cloud AI across global operations

More than 300 AI agents are now cutting turnaround times, routine HR queries and maintenance delays across the steelmaker’s global operations.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Manhattan adds AI agents & fulfilment tools for retailers

Retailers could speed service and cut fulfilment costs as Manhattan embeds AI agents, real-time checkout tools and simulation into its omni platform.

By Mark Tarre • 3 min read • Last month

Digital Transformation

Google Cloud study says 52% of firms use AI agents

Early adopters are seeing stronger returns as AI agents move from trials into core operations across customer service, security and support.

By Sean Mitchell • 3 min read • Last month

Unified Communications

Parloa study finds big firms make customer contact hard

Many large companies are making support harder to reach, with most failing to offer clear web, chat or phone access, a Parloa study found.

By Shannon Williams • 4 min read • Last month

Unified Communications

Google sees retail success with agentic commerce push

Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.

By Sean Mitchell • 4 min read • Last month

DevOps

Google Cloud expands Gemini Enterprise into AI agent hub

Businesses gain a single control plane for AI agents as Google Cloud folds developer tools, employee apps and partner software into Gemini Enterprise.

By Sean Mitchell • 4 min read • Last month

Unified Communications

Newo appoints Jason Luo as Chief Executive Officer

Missed calls at small firms are becoming a bigger revenue risk as Newo expands its AI receptionist tools beyond the US and into Europe.

By Mark Tarre • 4 min read • Last month

Stories from Other Regions

Customer Support stories

Unified Communications

Retail tops Australia’s customer service contacts

Poor service is driving customers away, with 45% of Australians saying one bad retail interaction would make them avoid a retailer.

By Kaleah Salmon • 4 min read • Last month

Software-as-a-Service

Loop launches AI suite to cut retailer returns costs

Retailers could trim refunds, service queries and fraud losses as the new suite uses data from 200 million shoppers to automate post-purchase changes.

By Sean Mitchell • 4 min read • Last month